Poor Terrible Service from Motorvaps

I am very disappointed by Motorvaps insurance company underwritten by Mutual Federal. On 06 July, I had a mechanical breakdown and my car needed to be towed. I phoned Motorvaps and I was told that I will have to pay a difference since the distance was more than what they cover. I then asked if I can get a tow truck that can charge me around what they can cover and if I will be refunded and they said yes, I can go ahead and send them POP for them to refund me. They advised that I was going to get payment within 14 days of submitting the POP. I submitted the POP and my banking details on 07.07.2022 and to date I still have not received my refund. When I started following up on my refund I was told that they don't do refunds but they advised me to use a tow truck and they will refund me, I have been calling and I am always told that someone will get back to me. Eventually, I spoke to some supervisor who also mentioned that they don't do refunds but she will listen to my call to verify if indeed I was given a go ahead to use the tow truck that will charge me within their limit and if I was promised a refund. Needless to say, she confirmed that she listened to the call and yes, I was given a go ahead by Motorvaps assist to use the tow truck and they will refund me but she is still awaiting authorisation to pay me. I have been contacting Motorvaps assist almost everyday since 21.07.2022. On Monday 01 August, I called again and she promised to call me back yesterday and I still did not receive any call.

Today, 04.08.2022, I phoned her and she advised that she will call me at 10. I am tired of this back and forth, I just need my refund. I then asked this lady, who is their underwriter? I asked if they are under Mutual and Federal because I want to take this up now, she advised that they are underwritten by Nedbank. I decided to phone the claims department at Motorvaps to complain, still I could not get help but I asked the agent who is their underwriter, the agent confirmed that they are underwritten by Mutual and Federal. So the other Agent **** about Nedbank and said that they are underwritten by Nedbank. The agent read notes to me which were false information, everything sees to be just a lie. I have never dealt with such an unprofessional company! What a terrible service and misleading.

Over and above everything, on the day when I phone for my mechanical breakdown, I was even informed that the limit for the tow truck is R1500 but today when I spoke to the agent who read my policy documents, I was advised that my limit is R2000! I don't know whether the agents are not trained are they are just devious.

I need my refund asap from Motorvaps asap!